Genesys Cloud - Main

Hello all,

For one of our customers, we want to implement CGA (Conditional Group Activation).

However, we are unsure how to monitor the queue in this situation. Specifically, we would like to know where we can see real-time (RT) information about what is currently happening in the queue, and what data is available in historical reports - for example:

• How many calls were transferred to the first group, second group, etc.
• - How many calls were answered by agents from the first group, second group, etc.
• - Average Talk Time for calls handled by each group

Does anyone have experience with this?

What views and reports should we use?

Any additional information would be greatly appreciated!

Regards,

Hi Yvgeni,

From my understanding and from a few similar CGA/Conditional Routing discussions I came across in the community, one of the current challenges is that the interaction itself remains within the original queue while the eligible agent pool dynamically expands in the background.

Because of that, the reporting visibility seems to focus more on:

• which agents ultimately answered the interactions

• answer timing

• conditional requested/used metrics

• and agent group analysis

rather than exposing very explicit CGA activation/group routing reporting directly in standard views.

I also noticed discussions where even the Conversation Details Analytics API was not always exposing enough information to reliably identify which conditional group handled the interaction historically.

Some related discussions I found useful:

• https://community.genesys.com/discussion/conditional-group-activation-views

• https://community.genesys.com/discussion/conditional-routing-detailed-reporting-by-group

Hope this helps and someone with more hands-on CGA reporting experience may be able to add further detail/corrections as well.

Hello all,

For one of our customers, we want to implement CGA (Conditional Group Activation).

However, we are unsure how to monitor the queue in this situation. Specifically, we would like to know where we can see real-time (RT) information about what is currently happening in the queue, and what data is available in historical reports - for example:

• How many calls were transferred to the first group, second group, etc.
• - How many calls were answered by agents from the first group, second group, etc.
• - Average Talk Time for calls handled by each group

Does anyone have experience with this?

What views and reports should we use?

Any additional information would be greatly appreciated!

Regards,

Hello Phaneendra,

Many thanks for your response.

As I can see from the two links you sent, I am not the only one with this question. I also found this related idea on the Ideas portal:

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2139

However, it is still "Under PM Review."

Regards,

Hi Yvgeni,

From my understanding and from a few similar CGA/Conditional Routing discussions I came across in the community, one of the current challenges is that the interaction itself remains within the original queue while the eligible agent pool dynamically expands in the background.

Because of that, the reporting visibility seems to focus more on:

• which agents ultimately answered the interactions

• answer timing

• conditional requested/used metrics

• and agent group analysis

rather than exposing very explicit CGA activation/group routing reporting directly in standard views.

I also noticed discussions where even the Conversation Details Analytics API was not always exposing enough information to reliably identify which conditional group handled the interaction historically.

Some related discussions I found useful:

• https://community.genesys.com/discussion/conditional-group-activation-views

• https://community.genesys.com/discussion/conditional-routing-detailed-reporting-by-group

Hope this helps and someone with more hands-on CGA reporting experience may be able to add further detail/corrections as well.

Hello all,

For one of our customers, we want to implement CGA (Conditional Group Activation).

However, we are unsure how to monitor the queue in this situation. Specifically, we would like to know where we can see real-time (RT) information about what is currently happening in the queue, and what data is available in historical reports - for example:

• How many calls were transferred to the first group, second group, etc.
• - How many calls were answered by agents from the first group, second group, etc.
• - Average Talk Time for calls handled by each group

Does anyone have experience with this?

What views and reports should we use?

Any additional information would be greatly appreciated!

Regards,